Complaint Resolution

The United States Sports Academy strives to meet the needs of our students and our other constituents through a high-level commitment to customer service. However, there may be occasions where an individual feels that the institution has somehow fallen short of this goal. Accordingly, the Academy has developed a complaint review and resolution system to ensure that these issues are promptly and properly addressed. This process begins with this consumer complaint portal and ticket system although this portal is not to be used for grade appeals. If you wish to appeal a grade, please consult your catalog for the applicable process.

To use the Academy complaint resolution system, please reduce to writing the issue of concern to be addressed. The written complaint needs to be as specific as possible and include the facts as to what the issue is, who was involved (if applicable), where and when the issue occurred and why this is a problem. Additionally, it is also important that also provide any applicable supporting documentation as a part of your submission through the portal. The more thorough the documentation submitted, the better able will be the Academy administrators to assess the complaint under review.

To begin this process, you will need to provide your name together with a valid email address in the appropriate fields. If you are a current student, use your current students.ussa.edu email address. If you are not a current student, please utilize the email address to which you receive your email correspondence. Please note that as the review progresses through the system, any updates posted to the ticket system will be automatically sent to the email address that you provide.

Academy policy requires that formal written complaints undergo review and reply within 15 days of submission. However, if the Academy administrator assigned to undertake seeks out additional documentation or if you choose to submit additional comment or documentation through this portal, the 15 day timeframe resets to zero. Following the review process, you will receive a written institutional response via trackable mail to the address that you provide.

Should you have any questions on this process, please feel free to contact the Division of Student Services by calling 251-626-3303 or by email; studentservices@ussa.edu.